Cabins for You

We are saddened by your disappointing experience, Tammy, and we can imagine the frustrations these inconveniences caused, especially with this being your first vacation together as a family. We are deeply sorry for the troubles you all had to endure. The cabin should have been appropriately cleaned and ready for your arrival. On top of that, you had to deal with a loss of propane for the firepit and fireplace, additional maintenance issues, and pests, which must have been so disappointing. This is completely unacceptable, as this is not the vacation we strive to provide. And to make matters worse, we could not schedule a propane delivery during your stay due to the vendor being closed on the weekends. Though we're glad you could enjoy these appliances for the first few nights, we understand how upsetting it must have been to be unable to utilize these amenities for the last two nights of your stay. While we were unaware of the other issues you experienced, we're grateful you brought them to our attention. We notified the appropriate departments of your concerns for further review and a plan of action to prevent this from happening in the future. We cannot apologize enough for all the trouble and inconvenience caused. We understand the offer presented was not your desired resolution. However, this is the most we can offer, and it is still available to you should you change your mind. We hope you will consider returning to enjoy the Smokies for a more enjoyable getaway, regardless of where you choose to stay.

Tonya, we'd like to begin by sincerely apologizing for the frustration and dismay this situation caused you. We recognize this caused distrust, and we truly hate this situation happened, as we take our customer experience very seriously. At the time you booked the property, the rates for that cabin were in the middle of a system update, and the outdated rates were ultimately reflected on your reservation. The timing of this update was inconvenient for everyone, to say the least, and we did reach out to you shortly after the reservation was made so we could discuss the available options. We were unable to reach you right away but eventually were able to make contact and discuss the situation with you to determine next steps. We did offer a few options, and ultimately a full refund was provided, given the unique circumstances. Again, we do apologize and hope your time in the Smokies is enjoyable.

Walter, we can certainly understand your frustration, and we do apologize for any miscommunication. With the rise of fraudulent reservations, we have implemented a system to verify our guest's identities. While this process is explained in the confirmation email that is sent out immediately after booking, we realize we could have been more thorough in explaining this process to you. We strive to ensure our guests have worry-free experiences, and your feedback is truly helpful. We will share your comments with the appropriate departments so we can make sure the information is better explained during the booking process and prevent this from happening in the future. We, again, apologize sincerely for the frustrating arrival experience and hope you enjoyed your time in the Smokies. We hope to have the chance to provide you with a more enjoyable experience in the future, as this is not the norm for our guests.

The ordeal you went through is certainly not how we wanted your vacation to go, Michele, especially knowing this was our opportunity to serve a more enjoyable stay for you and your guests. We recognize how upsetting it must have been to arrive at your vacation home, ready for your relaxing getaway, only to discover you could not access the pool room on your first night, on top of issues with pests. We completely understand how frustrating and disappointing this was, and although we were able to send someone out to spray, no one should have to deal with this on their vacation. We do administer monthly treatments for pests on all properties and hate they persisted. Regardless, we truly appreciate your honest review, and we have shared your feedback with all departments involved for immediate action to prevent this from happening to future guests. The troubles you and your guests faced are unacceptable, and we sincerely apologize for the inconvenience and the dismay this experience caused. We are glad you were able to speak with management regarding your concerns. While we recognize our offer was not your desired resolution, this is still available should you change your mind. We hope this does not deter you from revisiting the Smokies for a more enjoyable getaway, no matter where you choose to stay.

Patricia, we are saddened to hear of your poor experience and appreciate you sharing your honest review. This is certainly not the vacation we hoped to provide, nor are the inconveniences you faced something anyone should have to deal with on their vacation. Though we're glad we had the opportunity to rectify these matters, and we could send maintenance out promptly, we hate we were unaware the issues you were experiencing persisted. Our guests' experience is important to us, and we sincerely apologize for the troubles you endured. Please know that this is not our standard, nor is it acceptable to us, and we completely understand your frustration overall. We have shared your feedback with all personnel involved to ensure this property is up to our standard for future stays. While we were able to offer our available options towards resolution for your experience, we recognize this may not have been your desired outcome. However, this offer is still on the table should you change your mind. We would love to serve a more enjoyable stay for you in the future.